Customer Success Specialist

Vretta is looking for a full-time bilingual Customer Success Specialist to join our Customer Success team. This position requires excellent communication skills (English and French), a client-first attitude, creative problem-solving ability, and solid technical skills to be able to understand and resolve technical issues that our students, educators, and administrators may face. As a member of the Customer Success team at Vretta, the Customer Success Specialist will be responsible for delivering value by driving innovation through process and systems improvements that enable the ability to support our customers efficiently and effectively.

Responsibilities

• Become the guru and point-person for the assigned products - understanding all features and to some extent the underlying structures driving the features.
• Develop partnerships with key clients to help lubricate smooth execution of product use.
• Help clients troubleshoot issues they encounter while using assigned products, and provide actionable tips to resolve their concerns.
• Maintain communication and feedback channels between end-users and internal sales and project management teams through unique client engagement methods.
• Construct product specs. and help roadmap their production based on market/client appetite and technical necessities.
• Define strategy, goals, and requirements to support the continuous improvement initiatives in the assigned product and the processes.
• Support the creation of new products and features in collaboration with the innovation team, technology team, and project management team by bringing end-user requirements and concerns to the table.

Requirements

• Bilingual (English and French)
• Strong analytical and problem-solving skills.
• At least two years of experience in a customer success role.
• Required to work in the Eastern Standard Time Zone (EST).
• Excellent written and verbal communication skills in French and English.
• Proficient with Microsoft Office Suite (Word, Excel, PPT, etc.).
• Experience working with Mac, PC and Google devices.
• Experience with Quality Assurance.
• Self-starter with the ability to work under minimum supervision.
• Candidates must be highly motivated, personable, and able to work as part of a team.
• A genuine enthusiasm for education would be fantastic!

Nice to Have

• Bilingual proficiency in French
• Basic knowledge of web development
• Interest or prior experience in Education Technology

Why Join Vretta

• Work in an environment where every individual's contribution is crucial to the company's culture, products, and clients.
• Work at the forefront of education on products that make a meaningful impact on students' lives globally.
• Organic and stable business model offering great stability for employees.
• A globally distributed, diverse team that operates based on trust.
• Remote work
• Competitive benefits package and professional growth.
• Lots of team activities and fun!

About Vretta

We have dedicated the past 14 years towards the modernization of assessment and learning experiences that have transformed educational practices for ministries of education, academic institutions, examination bodies, and training organizations around the world. Today, our team of over 100 architects, designers, technologists, psychometricians, and project ninjas support our partners transition from legacy e-assessment and learning systems to world-class technology solutions that are efficient, equitable, flexible, and drive student-success. We welcome you to join us on our mission of giving every student the opportunity to succeed in their academic lives and beyond.

Applying

We look forward to hearing from you, but please note that due to the volume of applications that we usually receive for our job positions, only those shortlisted for next steps will be contacted. Vretta is committed to providing reasonable accommodations for people with disabilities. If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process.

To stay in touch with Vretta and keep up-to-date on all open opportunities, follow us on LinkedIn, Facebook, and Twitter!

Job Types: Full-time, Permanent

Benefits:

• Dental care
• Extended health care

Schedule:

• 8 hour shift
• Monday to Friday

Application question(s):

• Have you answered phone/email support requests before?

Work Location: Remote